In short: BT Cloud Voice help comes in two parts: Forever Communications Limited, a BT Business Partner, handles moves, adds, changes and faults that you raise through our contact form, and BT publishes user guides for the Business Portal, phones and headsets. Our how-to guides cover logging in, voicemail and call diverts.
How Forever Communications Limited supports you
Once you are live on BT Cloud Voice, you are not left to work things out alone. Forever Communications Limited, a BT Business Partner, looks after the day-to-day changes and problems that come up in any phone system:
| Type of request | Examples |
|---|---|
| Moves | A user moving desk or site, a phone moving to a new office, a site address change |
| Adds | New starters, extra numbers, a new hunt group or call queue, add-ons such as call recording |
| Changes | New greetings, out-of-hours routing, a feature pack upgrade, diverts for a holiday period |
| Faults | Phones not registering, call quality problems, numbers not working, portal access issues |
| Leavers | Removing a user, reassigning their number, removing app access from their mobile |
Raise every request through our contact form, with the user, number or site it affects. Where a change needs BT, we raise it with BT and follow it through. Some changes, such as editing a greeting or a divert, you can also make yourself in the Business Portal if you prefer.
Our how-to guides
Short, practical guides for the questions users ask most:
- BT Cloud Voice login: using the BT Cloud Voice Business Portal, roles, password resets and locked accounts
- How to set up voicemail: your mailbox, greetings, PIN and sending messages to email
- How to divert calls: always, busy, no answer and not reachable diverts, and diverting hunt groups
- Call quality: causes and fixes: choppy audio, echo, one-way audio and dropped calls
- LAN and firewall settings: what your IT provider needs to set
For what each feature does, rather than how to set it up, see BT Cloud Voice features.
User guides and help BT publishes
BT keeps an online guide to BT Cloud Voice, organised by task: setting up, managing users and sites, managing calls, using voicemail, advanced call features, conferencing, working remotely, fixing problems and analysing call data. It also publishes:
- Phone user guides for each type of device in the BT Cloud Voice range: desk phones, cordless and DECT handsets, Wi-Fi phones, conference phones and analogue telephone adapters
- Headset user guides for the headsets BT supplies
- The LAN and Firewall Guide, for whoever manages your network
- An 'Assist me' button inside the Business Portal, which opens BT's help for the feature you are using, and a Help centre in the portal menu where you can browse or search help topics
You can find BT's guide at BT's Cloud Voice help pages. If something in it does not match what you see, tell us; menus do change from time to time. BT Cloud Voice Express has its own help pages and phone guides, so if you have BT Cloud Voice Express rather than full BT Cloud Voice, let us know and we will point you to the right guide.
Training for users and administrators
Good training saves a lot of support requests later. BT offers BT Cloud Voice training packages, provided through its training partner, in two forms:
| Format | What it covers |
|---|---|
| Online courses | Self-service courses, tutorials and videos on topics such as site and user admin, auto attendant and call groups admin, call centre admin, Call Analytics, call recording, using the applications and advanced user features |
| On-site courses | Face-to-face sessions in your own office: Telephony Administration for the people who run the system, and Using the System for everyday users |
Training is bought as an option, and once purchased the main administrator receives a welcome email explaining how to register colleagues on the online platform. Any training you have bought appears in the service details of your signed order. We help you decide who needs what: usually an admin course for the people who will manage the portal, and an introduction for everyone else. Read switching to BT Cloud Voice for where training fits in a rollout.
Before you raise a fault
A few quick checks often fix the problem straight away, and they help us trace it quickly if not:
- Check whether it affects one person, one site or everyone
- Restart the phone: disconnect the power cable, or the Ethernet cable if it uses PoE, leave it off for one minute and reconnect. For cordless phones, restart the base station the same way
- If the phone shows a start-up message such as 'Synchronising', give it up to five minutes before restarting it again
- Check the internet connection is working on a computer at the same site, and that the phone is plugged into a numbered Ethernet port on the router rather than the WAN port
- Check nobody has reset the router; resetting a BT Business Hub switches SIP ALG back on
- If incoming calls are not arriving, check that Do Not Disturb or call forwarding is not switched on
- Note the time, the numbers involved and what happened, then contact us
If calls are being missed while you wait for a fix, a divert to a mobile keeps the line answered. See how to divert calls.
BT Cloud Voice how-to guides
Why buy BT Cloud Voice from Forever Communications Limited
Forever Communications Limited is part of Forever Group and a BT Business Partner. We supply, set up and support BT Cloud Voice for UK businesses, schools, charities and public sector organisations, from a handful of users to multi-site teams.
- A named partner who plans your numbers, call flows, user feature packs and handsets with you
- Number porting managed for you, timed to avoid downtime
- Connectivity checked first, so call quality is right from day one, with BT business broadband and BTnet available if you need it
- Help with the digital switchover, including alarms, lifts, card terminals and other analogue lines
- Training and ongoing support for the apps, Microsoft Teams integration, moves, adds, changes and faults
BT Cloud Voice is a business service. We do not sell consumer or home phone products.
Want a BT Cloud Voice quote for your business?
Tell Forever Communications what you need and we will come back to you by email with options, not a hard sell.
Contact usFrequently asked questions
How do I get support for BT Cloud Voice?
If you buy BT Cloud Voice from Forever Communications Limited, raise moves, adds, changes and faults through our contact form. We make the change or raise it with BT and keep you updated.
Where can I find BT Cloud Voice user guides?
BT publishes an online guide to BT Cloud Voice, plus user guides for each phone and headset in its range and a LAN and Firewall Guide. A link is on this page, and inside the Business Portal there is an 'Assist me' button and a Help centre.
Can I make changes to BT Cloud Voice myself?
Yes. Users can change their own voicemail and diverts in the BT Cloud Voice Business Portal, and administrators can manage users, hunt groups and auto attendants. If you prefer, we make the changes for you.
Is there training for BT Cloud Voice?
Yes. BT offers optional training packages: online courses and tutorials through its training partner's platform, and on-site courses for administrators and everyday users. We help you choose what your team needs.